Senior Program Manager

Position Overview

Our client is seeking an experienced Program Manager to provide overall leadership, management, administration, staffing, quality oversight, and financial execution for a large-scale federal IT support contract serving the United States Patent and Trademark Office (USPTO).

The Program Manager will oversee the USPTO Service Desk, Advanced Problem Resolution (APR), USPTO Contact Center (UCC), Executive Support, Equipment Request Fulfillment (ERF), and Knowledge Management functions. This individual will ensure successful contract performance, customer satisfaction, and compliance with contractual requirements, service-level agreements (SLAs), security standards, staffing commitments, quality-management processes, transition requirements, and continuity-of-operations plans.

The Program Manager will serve as the contractor’s principal point of contact for USPTO leadership, including the Contracting Officer (CO), Contracting Officer’s Representative (COR), Service Desk Operations Division leadership, Product Owners, and other Government stakeholders.

• Direct and manage all contract operations across Service Desk, APR, UCC, Executive Support, ERF, and Knowledge Management functions.

• Serve as the contractor’s authorized representative with authority to commit corporate resources and make binding operational decisions.

• Provide executive leadership and guidance to team leads, supervisors, managers, and support personnel.

• Ensure all contractual requirements, performance objectives, deliverables, and staffing commitments are achieved.

• Lead contract kick-off activities, transition execution, operational governance meetings, and program reviews.

• Maintain effective communication with USPTO stakeholders and senior leadership.

• Identify and mitigate contractual, operational, staffing, financial, and performance risks.

• Manage staffing, recruitment, retention, workforce planning, and succession-planning activities.

• Ensure all key personnel and staffing requirements are filled within Performance Work Statement timelines.

• Monitor operational performance across all functional areas.

• Evaluate staffing forecasts, workload trends, ticket volumes, and call volumes to ensure SLA achievement.

• Approve and oversee surge-support activities during major incidents, deployments, releases, and other operational events.

• Coordinate contractor operations across primary and alternate Continuity of Operations locations.

• Lead geographically dispersed teams operating in onsite, remote, and hybrid environments.

• Ensure achievement of all contractual SLAs and performance objectives.

• Analyze operational metrics, customer-satisfaction data, quality reviews, and trend reports.

• Develop and implement corrective-action plans when service levels fall below performance standards.

• Lead continuous-service-improvement initiatives across all supported functions.

• Champion customer-focused service delivery and operational excellence.

• Review and resolve customer complaints, escalations, major incidents, and recurring operational issues.

• Work with Government stakeholders to improve service quality, responsiveness, and end-user satisfaction.

• Manage contract funding utilization, labor allocation, staffing forecasts, and operational expenditures.

• Align program resources with contractual priorities and workload requirements.

• Support purchasing plans and resource requirements.

• Review subcontractor performance and contractual compliance.

• Monitor financial and operational performance to support successful contract execution.

• Provide program status reports to company leadership and USPTO stakeholders.